Sustaining Knock Your Socks Off Service

by Ron Zemke and Thomas K. Connellan

Ron Zemke shook up the service industry with his two bestselling books on delivering and managing "knock your socks off" service. Now, he and Tom Connellan, a leading authority on the behavioral aspects of service quality, describe the powerful strategies that companies need to know to hang on to the efforts they started in the "gold rush" toward service quality.

• Format: Hardcover
• Language: English
• ISBN: 0814451594
• ISBN13: 9780814451595
• Release Date: January 1993
• Publisher: AMACOM/American Management Association
• Length: 176 Pages
• Weight: 1.00 lbs.